CUSTOMER SERVICE IS A COMPETITIVE ADVANTAGE. IT’S AMAZING HOW MANY PINOYS THINK THAT IT IS OKAY FOR THEM TO BE TREATED LIKE DOORMATS. THEY TRULY GET THE GOVERNMENT THEY DESERVE.
We Pinoys have a thing for the underdog – even if the underdog is wrong. The usual justification is “sapagka’t kami’y tao lamang” – or which implies “because we are human beings – we commit mistakes, we are not perfect”.
The question is who is the “underdog” in this situation? Or should we even be looking at this an “underdog” situation? Do people have the complete picture?
A review of the incidents surrounding the situation reveal the following:
1. The passenger, Paula apparently went through the wrong turnstile.
2. To block Paula from going through the wrong turnstile, the guard Sharon grabbed Paula’s left arm.
3. Sharon (the guard) then asked Paula (the passenger) “What’s your problem?”
4. Paula (the passenger) shot back at Sharon (the guard) that “You are my problem!”.
5. It was at this point that another commuter took a video of the altercation.
To me this shows a complete failure on the part of the LRT Authority to instill a culture of customer service excellence in its employees.
Grabbing the arm of a customer and then reprimanding her with “what’s your problem” is not only rude, it is wrong and technically it is battery – a harmful or offensive touching. If Paula saw Sharon’s hand coming toward her that “apprehension” could also be an assault. For short, Sharon can be held liable for battery and/or assault.
That said, a better question perhaps is whether Paula should pursue the filing of assault and/or battery charges against Sharon. Paula mentioned that she had bruises after Sharon grabbed her arm – but it was already gone. That shows there were no significant injuries – and there would probably be no value in pursuing the filing of a case.
If however, Paula feels strongly aggrieved, she can subpoena the LRT to produce the tapes from the security cameras to show Sharon grabbing the arm of Paula as proof of battery.
Under the circumstances, passenger Paula’s reaction was quite justified. Sharon (the guard) was rude and unthinking and deserved a sharp rebuke that one offers to a toddler who is misbehaving in public.
A customer-centric culture at the LRT Authority would have prepared Sharon for this kind of situation. And as someone who has ridden the subways of the big apple, methinks that the turnstile could have been configured to not allow entry to Paula or other passengers so that the situation need not go further downhill.
The video showed a customer having a bad experience with the LTA Authority. The LRT Authority needs to understand that customer service is emerging as a critical differentiator for businesses. The ability to effectively engage the customer is hard to replicate and can deliver a lasting competitive advantage. Cutting corners is not an option.
I wonder what type of “customer service” that LRT passengers will get in the future with the DOTC planning to take over the LRT operations.
Pinoys are so used to being doormats of the Tongressman, Senatong, and all the dishonorable folks who call themselves “Honorable”. Thus it’s not surprising that Pinoy netizens expressed that Paula should have been more “humble”. Whaddya expect from this nation of cowardly sheep who don’t know how to stand up for themselves and just hand everything to big yellow nanny.
The Pinoy online netizens may think that Paula overreacted and have made a mockery of Paula standing up for herself – wait until more LRT passengers get their turn with the LRT thugs.
No comments:
Post a Comment